customer service representative - call centre

*Company Overview*

Pollard Windows & Doors is a proudly Canadian, family-owned business that has been a trusted leader in the window and door industry for over 77 years. With a cutting-edge 300,000+ sq. ft. facility, we prioritize innovation, quality, and the people behind our work. Pollard exists to create lifelong, meaningful careers in an environment that values growth, safety, and well-being. Our products, designed for longevity and excellence, aim to make every house a true home.

*Our Purpose and Values*

At Pollard, we bring generations of our family together to serve generations of your family. We believe that achieving long-term success comes through *perseverance, tenacity, and a commitment to caring for our people*. We are looking for candidates who share our *drive to elevate standards, commitment to trust*, and our *passion for innovative solutions*. If you want to make an impact and be part of a high-functioning, family-oriented team, this opportunity is for you. We offer a competitive remuneration package, comprehensive health benefits and a positive work culture that promotes collaboration and innovation.

This position is currently vacant.

*Your Tasks:*

• Act as a company ambassador through the consistent delivery of excellent customer service
• Accurately capture the voice of our customers to drive first call resolution across functions

• Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer?s needs and resolve issues.
• Escalate customer issues within established guidelines to ensure timely resolution.

• Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders.
• Provide in-house support for sales team when customer requires information or assistance

• Answers customer?s phone calls promptly, efficiently, and with courtesy
• Ensure all customer requests are dealt with in a prompt and friendly manner, following up with them at key points (ex. Reply to them before the day-end, and let them know you are currently working on a solution ? providing them with realistic timelines)

• Address customer concerns and enquiries with respect to product and delivery; ensure the customer is receiving the product they have requested and on time (Enter their requests promptly, ask for assistance if a ?rush order? is required), perusing the confirmation
• Inform the Outside Sales Representative if you have provided a service to the customer that they should be aware of ? this is to maintain communication between the CSR and Sales Team to ensure consistent service

• Notify the Scheduling Department of any changes or updates to customer delivery schedules
• Maintain accurate specification sheets (daily), confirm shipping schedules including calling customers every morning

• Ensure Purchase Orders once received are properly priced and signed
• Provide support to other CSR?s as needed and as business demands

• Other duties as assigned in support of the Burlington Display Centre

*Required Skills and Qualifications:*

• 2 to 3 years? customer service or call center experience with great communication and people skills
• Proficient utilizing Microsoft Office software applications

• Ability to accurately input data, write routine reports and correspondence.
• Maintain the high-level of customer service expected by our internal and external customers.

• Proactive goal-oriented approach to decision making combined with sound judgement
• Proven team player who can effectively work with team members at all levels of the company

• Ability to adapt to changing demands and conditions.
• Flexibility to manage multiple tasks/initiatives simultaneously and execute to completion.

*Preferred Skills and Qualifications:*

• A high level of organizational and communication skills is required.
• Strong willingness for continuous learning and ability to retain knowledge a